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Extended Stay America - Detroit - Rochester Hills
- Hotels
- Rochester Hills, MI
About this business
Location details
3576 Market Place Circle, Rochester Hills, MI, 48309, United States
Get directions| Weekday | Schedule | Status |
|---|---|---|
| Mon | 12:00 a.m. to Midnight | |
| Tue | 12:00 a.m. to Midnight | |
| Wed | 12:00 a.m. to Midnight | |
| Thu | 12:00 a.m. to Midnight | |
| Fri | 12:00 a.m. to Midnight | |
| Sat | 12:00 a.m. to Midnight | |
| Sun | 12:00 a.m. to Midnight |
Check-In Problems I tried to check in 8 pm. No one was in the office or reception area. When I called the number the call went to voicemail. After waiting 10 minutes I called again the call went to voicemail but the voicemail was full and I couldn't leave a message. Finally, after 20 minutes someone came to the front desk and I was able to check-in.
Business response:
Thank you for your feedback and for sharing your experience. Laurence. We apologize for the great inconvenience of arriving and having to wait for service at the reception desk. That is certainly not the first impression we were aiming for. We are so sorry for disappointing you and will make sure that we address this with our front desk team for proper action and resolve.
Room hadn't been cleaned from night before. A maid had to stay late to turn it because the one that was supposed to checked it off and left for the day without cleaning. Those that helped were great, but this cause a significant delay at check in.
Business response:
Thank you for your review. We are so disappointed to see that you experienced a delay in checking in and receiving a clean room. We are shocked to hear this as we work extremely hard to make sure that your room is sparkling fresh and clean upon your arrival. We will make sure that we revisit our standards and training in order to prevent these types of issues for any of our future guests. Thank you for allowing us to host you and we wish you all the best in your future travels.
Hot water issues, very slow internet service even if you pay for the “premium” speed, the house keeping service is every two weeks but you never get it. The price is accesible in comparison with another hotels, but it is not a pretext to have deficiencies in the service.
Business response:
Thank you for your candid feedback. Please accept our apologies regarding the issues you experienced with WiFi and housekeeping schedule. We also apologize for any missed cleanings as we strive to make sure any problem is addressed as soon as we are aware. We are constantly looking for ways to improve and can assure you that we will address these concerns with the team at the property for immediate action and resolve. Thank you for your feedback, and we wish you all the best in your future travels.
There was no one there to check us in. Several customers waited nearly 45 minutes before someone arrived at the front desk. When she finally arrived, she never apologized for the wait, and didn’t even greet any of the guests. Once we finally made in through the check in process, we made it to the room and there was no hand soap, shampoo, conditioner- nothing at all to wash with.
Business response:
We are terribly sorry for the issue that you experienced with the check-in delays, Retsof. Our front desk staff works hard to be as efficient as possible and we can't tell you how disappointed we are that this did not happen for you. Regarding the toiletries, we do make these items available at the front desk should you need them, and apologize that you were not aware of this. We are terribly sorry for any inconvenience that this caused and wish you all the best in your future travels.
I was unable to check in got off the road late and there was no one to check me in doors locked cage covering front desk. Reservation was made while driving on the road click and buy. I guess i was supposed to then call the hotel to tell them i was arriving after 8pm thats ridiculous to me personally that NO ONE is there at night. It looks like they do t plan to refund me either. NEVER AGAIN
Business response:
We are so sorry for the long wait time that you experienced when trying to reach the front desk, Raymon. We know that your time is valuable, and efficiency is paramount while traveling. Being that we are more of an extended stay - we offer limited front desk hours. We know that this is not what most guests are used to and apologize for any inconvenience that this caused.
Dog hair everywhere The room was covered in dog hair including the bed sheets. When we asked to get a different room the only thing they could offer was to bring us new sheets, which was fine. When the front desk arrived with the sheets he just left them, so we also had to change the bed ourselves. Changing the sheets didn’t help all that much as the floor was covered in dog hair so despite our best efforts it still got in the bed. You could also see all the dog hair on the floor and on the side of the shower. It just appear... read more
Business response:
Our staff works diligently to do a thorough cleaning upon your arrival - and we are so disappointed to see that we fell short in this area during your stay and that there was hair present on the linens, Dana. We sincerely apologize for any inconvenience that this caused and the negative impact that it created. This issue will be handled with our housekeeping team so that we can make sure that we are improving the experience for all our current and future guests.
Disgusting Cannot believe hotels are not cleaning their rooms well, especially during the pandemic. Counters were dirty. Noticed a hair on the blanket that did not appear to me mine.
Business response:
Oh no! Thank you so much for letting us know. This is not at all what we are known for and I'm so sorry for this unpleasantness. We can assure you that we are taking every necessary precaution to clean and sanitize all public spaces and areas. We hope you'll come back for a more typical fresh, clean stay with us.
MOST TERRIBLY HOTEL IVE EVER DEALT WITH. my stay was greeted
Business response:
Thank you for taking the time to review your stay at our hotel. We are so sorry that you did not thoroughly enjoy your time at our hotel. We apologize that we failed to exceed your expectations but hope that you give us another opportunity to show you a much better experience the next time you are in the area.
Not clean smelled bad. The sheets smelled terrible
Business response:
Thank you for taking the time to review your recent stay at our hotel. We are so sorry that you experienced such unpleasant odors and issues with the sheets. We can't tell you how disappointing it is to see that we did not deliver the high quality of service that we strive so hard to give each guest. We appreciate you reporting these issues so that we can make sure that we address them at the property level and improve them for all our current and future guests.
Frequently asked questions about Extended Stay America - Detroit - Rochester Hills
How is Extended Stay America - Detroit - Rochester Hills rated?
Extended Stay America - Detroit - Rochester Hills has a 3.5 star rating with 684 reviews.
When is Extended Stay America - Detroit - Rochester Hills open?
Extended Stay America - Detroit - Rochester Hills is open now. It will close tomorrow at 12:00 a.m.